Operations Manager - Main Office

Operations Manager

About the Organization:
Case Facility Management Solutions is an industry leader in exterior facility services, focused on snow and landscape services. Case FMS services 30,000+ small and large commercial sites across 50 states and continues to grow at a rapid pace. If you are looking for an opportunity to join a dynamic team in a continuously expanding company, visit  Apply today and learn why Case's employees describe a typical day as challenging, exciting, rewarding and fun!

The Operations Manager (OM) is responsible for the performance of service partners, the satisfaction of clients, and the overall well‑being of their assigned business portfolio. The OM specializes in rapid, thorough, and accurate communication with both location‑level managers and corporate facilities leaders (the client). The OM works with Account Managers in their region to drive performance in line with the client's scope of work (SOW) and to grow the partnership between regional operations and the service partner network.

• Manage service partner performance in line with Scope of Work (SOW) and Client Service Level Agreements (SLAs).
• Review work orders and inspections, identifying out‑of‑scope opportunities and ensuring contracted work meets contractual obligations.
• Develop rapport with location managers and corporate facilities managers through frequent communication and nurture relationships over time.
• Utilize all CASE technology tools (Salesforce, CASE APP, Net Suite, etc.) to manage business daily.
• Work with Regional Director to develop and execute pre‑season, in‑season, and post‑season plans.
• Manage sourcing of sites for all lines of service within a given geography.
• Identify when a site has unique needs that may require varied equipment allocations from Service Partners.
• Manage Service Partners during snow and landscape seasons to ensure on‑time service within the assigned geographic area.
• Develop and maintain long‑term relationships with Service Partners and Customers.
• Oversee questions and solutions regarding Service Partner payments.
• Address Service Partners' non‑performance, managing customer escalations or concerns.
• Learn market‑rate pricing for exterior maintenance jobs, materials, fees, etc.
• Be a subject matter expert (SME) in our platform and proprietary app.
• Ensure validations of services are completed on time and correctly.
• Maintain connectivity and availability via phone / email / text for escalations and ongoing operational needs.
• Coordinate with Partner Relations department as needed, supporting procurement and compliance for service partners in the region.

• 1‑3 years of project management experience in a customer‑driven role.
• Associate or bachelor’s degree preferred.
• Leadership: ability to drive performance and promote a healthy work culture simultaneously.
• Landscape, snow, or exterior facilities maintenance experience preferred.
• Proficient with technology;
  Microsoft Office, Salesforce, Service Channel, Corrigo, etc.
• Account Management experience;
  Customer Service experience preferred.
• Strong desire to work in a team environment and lead from the front.
• Performance‑management orientation with strong attention to detail.
• Analytical mindset with a methodical approach to problem‑solving.
• Capability to influence others and manage conflict with a methodical problem‑solving approach.
• Strong sense of urgency, making fact‑based decisions under pressure.
• Understanding of business profitability.

Full‑Time / Part‑Time:
Full‑Time

Location:

Main Office
Number of Openings: 1
This position is currently accepting applications.

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We are an equal employment opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status or any other characteristic protected by law.